CYNTHIA OROZCO
Paso,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Mi lema de vida: Tratar a todos como me gustaría ser tratado.
Overview
11
11
years of professional experience
Work History
311 Service Representative
DATAMARK
El Paso, TX
08.2021 - 09.2022
- Understood team concept and worked closely with team to positively impact responsiveness, timeliness and quality.
- Strengthened customer relationships by communicating total value.
- Applied customer-driven approach when handling incoming calls, e-mails and faxes for service issues, pricing and warranties.
- Handled buyouts and other administrative tasks.
- Read system maps and caller information, and documented details in system.
- Answered calls from automatic routing system and took basic information from callers.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Worked flexible hours; night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Relayed latest information to first responders via electronic means, telephone calls and radio responses.
- Routed calls to police, fire and ambulance service to meet individual call needs.
- Attended to calls reporting of wild animal bites.
- Investigated and gathered information regarding animal-related complaints.
- Repaired signs and fences quickly to avoid accidents and mishaps.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.
Customer Service Representative
TTEC
El Paso, TX
08.2020 - 08.2021
- Managed inbound and outbound calls to respond to inquiries and resolve concerns
- Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor
- Recommended products and services to members and educated customers about relevant offerings
- Connected and empathized with people to foster trust and helped clients find answers to insurance challenges
- Listened actively to prospective client needs and developed best health insurance solution to fit needs
- Followed-up with clients on open or unresolved issues such as calling lapsed policy customers
- Used clinical knowledge and judgment, patient reports, and assessment results to formulate list of medical conditions and concerns
- Educated members on disease process, medications, and positive lifestyle choices to improve wellbeing and overall health
- Counseled patients on testing and care requirements to address symptoms
- Qualified customers' interest levels by building trust through conversation and using provided scripts
- Worked with patients to reschedule appointments and meet individual needs
- Set up meeting spaces, organized supporting materials and secured services such as catering for longer conferences
- Answered telephone calls to provide information, take messages and set up appointments.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Delivery Driver
Dominos Pizza
El Paso, TX
06.2019 - 08.2020
- Followed prescribed routes and time schedules to meet 100% on-time delivery
- Checked vehicle regularly for maintenance and cleaning requirements to keep up performance and professional impression to customers
- Kept the route vending machines stocked, cleared of money and in good working condition
- Worked with customers to understand and meet unique product needs
- Solicited customers for sales promotions, issued promotional materials, and prepared displays
- Managed time efficiently to meet consumer demands, increasing sales and providing proactive customer service.
- Completed on-time deliveries by choosing best and most efficient routes.
- Operated vehicle safely in highly congested areas with no traffic violations.
Technical Support Representative
Continuum Global Solutions
El Paso, TX
02.2019 - 06.2020
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices and software to set up work stations for employees.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
Sales Lead
Nordstrom Rack
El Paso, TX
01.2016 - 02.2019
- Used POS system to process sales, returns, online orders and gift card activations.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
Inbound Customer Service
Intuitive Solutions
Bellevue, WA
06.2015 - 01.2016
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Resolved complaints to satisfy customers and encourage future transactions.
- Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.
- Offered technical support for online purchases and helped customer navigate website to facilitate buying process.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Cashier
Sales Associates
Odessa, TX
07.2014 - 06.2015
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Provided positive first impressions to welcome existing, new and potential customers.
Bookbinding
KBB Bindery LLC
Kansas City, MO
01.2013 - 06.2014
- Stitched and glued required areas, including endpapers and bindings, to secure final products
- Recorded relevant job data in daily production logs and required forms, produced activity reports and discussed production with supervisors to identify areas in need of improvement
- Trimmed book edges using appropriate tools, including cutting machines and hand cutters, to produce skilled finishes
- Maintained continuous bindery machine functionality by adjusting rounding forms and creasing rams to meet job specifications
- Executed bindery tasks in accordance with company policies, safety protocols and job instructions to maintain consistent, high-quality standards and promote positive business reputation
- Examined bindery products for quality issues, such as imperfect bindings, loose pages or uncut threads, and corrected problems prior to customer delivery
- Monitored product standards and quality-control programs
- Kept work areas clean and neat
- Assisted machine operators with finished pieces
- Responsible for achieving production requirements
- Adjusted alignment of drills, cutters, dies, guides, and holding devices.
Education
GED -
Bellevue College
Skills
- Sales closing
- Provider identification
- Merchandise upselling
- CRM software
- Call escalation
- Multi-line telephone
- Operations
- Opening and closing accounts
- Call center procedures
- Product knowledge
- Client communication
- Problem resolution
- Complaint documentation
- Refunds processing
- 40 WPM keyboarding skills
- PC Skills
- Search Engine Skills
- Effective Verbal and
- Communication Skills
- Budgeting and cost control
- Operations oversight
- Police Department Procedures
- Verbal and Written Communication
- Law Enforcement Collaboration
- Providing Clear Directions
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
311 Service Representative
DATAMARK
08.2021 - 09.2022
Customer Service Representative
TTEC
08.2020 - 08.2021
Delivery Driver
Dominos Pizza
06.2019 - 08.2020
Technical Support Representative
Continuum Global Solutions
02.2019 - 06.2020
Sales Lead
Nordstrom Rack
01.2016 - 02.2019
Inbound Customer Service
Intuitive Solutions
06.2015 - 01.2016
Cashier
Sales Associates
07.2014 - 06.2015
Bookbinding
KBB Bindery LLC
01.2013 - 06.2014
GED -
Bellevue College